Incident Management Lead

vor 1 Woche

Lausanne, Waadt, Schweiz Alpian SA Vollzeit

Abteilung:

Software Development

Das Ziel der Position:
You will shape the way we manage incidents and the way our customers experience the Alpian banking by:

Jobübersicht:

  • Developing the ecosystem that will provide the right level of incident management and serve our customers by providing the service and technical support to our client facing teams.
  • Partnering with our Banking Specialists and Wealth Managers to provide a very effective and optimal first line of support by enabling them with the knowledge and technology they need to gain autonomy and efficiency.
  • Creating all the processes, workflows and escalation paths to build a culture of excellence and exceptional internal support and customer experiences.
  • Managing the escalation of critical incidents by working with the Technology organization and staying in close communication with key stakeholders within Alpian.
  • Researching innovative, integrated support channels to provide customers with highly effective and responsive support, enabling Banking Specialists and Wealth Managers to be more efficient.
  • Building and establishing forwardthinking strategic service models to help drive content and tools to enable customers to selfresolve issues in a timely manner as well as monitoring and improving adoption of selfservice.
  • Developing and controlling operational dashboards to track and monitor key support business metrics; maintain a highlevel view of all open incidents and related customer issues, and present regular updates on open issues and trends to key stakeholders.

Erfahrung / Fähigkeiten erforderlich:

Experience/Skills required:

  • MSc in computer science or relevant field, or similar related experience
  • Strong expertise in running support and incident management for cloudbased SaaS company
  • Expertise in incident management software like JIRA ITSM or Zendesk
  • Expertise in managing support teams (L1, L2)
  • Strong expertise in incident and support processes and softwarevendor support knowledge
  • Ability to balance and coordinate competing priorities across the company
  • Expertise of Agile process and principles
  • Passion for fintech and technology
  • Valid Permit to work in EU or Switzerland
  • Having a minimum C1 English level

Nice to have:

  • Experience in Startups
  • Experience in regulated sectors

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